AV Support Specialist

About the Opportunity

Summary & Responsibilities:

The AV Specialist is a critical, customer-facing role and is responsible for ensuring classroom technology is fully functional with minimal to no downtime, support events, and providing IT support to faculty, staff, and students. This position will be located at the San Jose campus and will work afternoons and evenings. This role will provide opportunities to collaborate with the Global IT team and Central ITS on classroom technology issues, and solutions. In this role providing updates to leadership and supervisors about larger or unsolved issues is part of creating a positive working flow.

Training and support of facility and staff is an area of importance. This is measured by the ability to translate the asks of the end user to a positive working solution or set proper expectations if that is not viable. The AV Specialist acts as the first line of defense for all classroom AV issues on the local campus. Preventive maintenance is key to this defense by forecasting issues and service level changes. The specialist role will support and troubleshoot classroom and event AV equipment including projectors, microphones, PCs, tablets, cameras, and video conferencing. Event support is the ability to understand what the customer is trying to do and convert that to what IT can do. This includes All audio and video related equipment. Part of event support is knowing staffing level requirements and balancing the day-to-day tasks. This is critical to know when external support is necessary to the betterment or success of the event.

To ensure that essential services are provided to the university community, the IT AV Specialist will be required to work outside his/her regular working hours and on some university holidays. In addition, there is a rotating 24/7 on-call schedule. The on-call duration is one week per cycle.

Qualifications:

This role will work closely with staff, faculty, and students. It requires excellent customer service. Candidate should have:

• Preferred 2-4 years of relevant experience
  

• Ability to provide support both in person and virtually via email, phone, or chat
  
• Provide technical support and training to maintain, troubleshoot, and problem-solve AV hardware and software related requests, issues, and projects
  
• Experience in supporting video conferencing equipment and software including microphones, PTZ cameras, PCs and tablets, Teams Meeting Rooms. Software such as Zoom, Panopto, and Microsoft Teams
  
• Experience supporting both Windows and MacOS
  
• Provides short term solutions for classrooms with equipment issues to reduce down-time
  

• Ability to successfully manage competing support needs with the ability to prioritize them as needed
  
• Ability to work independently and see ticket resolution through from start to finish
  
• Interest and ability to assess and improve work processes
  
• Can easily present technical concepts to customers in non-technical language
  
• Ability and desire to capture and maintain accurate technical documentation and knowledge management content; experience with Microsoft SharePoint and/or web content management
  

• Background in higher-education and/or large corporate environments preferred
  
• Supporting in house events as well as coordinating additional outside resources.
  
• Adept and passionate about learning new technologies and services and must be passionate about supporting customers.
  
• Bachelor's Degree preferred
  

• The expected hiring range for this position is $58,100 to $74,075

Position Type

Information Technology

Additional Information

Northeastern University considers factors such as candidate work experience, education and skills when extending an offer.

Northeastern has a comprehensive benefits package for benefit eligible employees. This includes medical, vision, dental, paid time off, tuition assistance, wellness & life, retirement- as well as commuting & transportation. Visit https://hr.northeastern.edu/benefits/ for more information.

Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.

To learn more about Northeastern University's commitment and support of diversity and inclusion, please see www.northeastern.edu/diversity.


To apply, visit https://northeastern.wd1.myworkdayjobs.com/en-US/careers/job/San-Jose-CA/AV-Support-Specialist_R113418







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